Estudio de teoría de colas en el área de información de la dirección de movilidad tránsito y transporte del GADM Riobamba

Abstract

The Information Department of the Directorate of Traffic and Transportation Mobility GADM Riobamba today is faced with a considerable agglomeration of customers leading to an inefficient system of attention because the number of servers is not sufficient. The objective of the research work was to carry out a study of queuing theory in the Information Area of the Directorate of Traffic and Transportation Mobility of the Riobamba GADM, because currently the client is the most important in an entity that provides service. As a research technique, observation and a survey were used, the queue theory models analyzed were a single channel model with Poisson arrivals and exponential service time and multiple channel model with Poisson arrivals and exponential service time, The survey confirmed that 81% of users are not satisfied with the service. Through the collection of data on the number of customers arriving for the service and the number of customers served on the day, the efficiency evaluation was carried out. The single-channel model indicated that the system is inefficient, and the multi-channel model showed us that with 3 and 4 channels the system is efficient. It was concluded that at least two servers should be increased since the economic analysis of the waiting line showed us that it is cheaper with four channels.